This Business Week article talks about how Intuit is saving money by using social media for customer service. Thanks to Chris Wooldridge for bringing it to my attention.
http://www.businessweek.com/magazine/content/09_28/b4139066365300.htm
http://www.thefreelibrary.com/+BUILDING+A+SOCIAL+NETWORK+THAT+PAYS-a01611924597
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